About the Company
BrightEdge
Location: Bengaluru / Mumbai / Delhi / Pune (Remote)
Experience: 5–9 years
Timings - EST / PST (4:30 PM to 1:30 AM IST)
About the Role
BrightEdge is building its Customer Success team in India as part of a high-impact global expansion. This is a greenfield opportunity to work with enterprise customers and play a key role in driving onboarding, adoption, and long-term value from our AI-powered SEO platform. As a Customer Success Manager (SMA), you will manage enterprise, multi-stakeholder accounts, ensuring customers achieve measurable outcomes and continue to grow with BrightEdge.
Responsibilities
- Own end-to-end customer lifecycle: onboarding, adoption, retention, and renewals
- Drive platform adoption and value realization across enterprise accounts
- Build strong relationships with C-suite, marketing leaders, and analysts
- Deliver strategic guidance on SEO, digital marketing, and analytics usage
- Partner with customers to define success metrics and track outcomes (e.g., NPS, QRR)
- Conduct training sessions, QBRs, and enablement workshops
- Identify expansion opportunities and mitigate churn risks
- Collaborate cross-functionally with Sales, Product, and Support teams
Key Metrics of Success
- Net Promoter Score (NPS) > 30
- Customer engagement cadence ≥ 95%
- Quarterly Recurring Revenue (QRR) growth and retention
Qualifications
- 5–9 years of experience in Customer Success / Technical Account Management (SaaS)
- Proven experience managing enterprise or multi-stakeholder accounts
- Strong background in MarTech, AdTech, or Digital Analytics
- Experience owning onboarding through renewal cycles
Required Skills
- Hands-on experience with: Adobe Analytics / Google Analytics (GA4) / Looker Studio
- Understanding of: APIs, webhooks, and data integrations (ETL concepts)
- SEO fundamentals (crawl, indexing, ranking)
Preferred Skills
- Experience with tools like Tableau, Power BI, Domo
- Familiarity with SEO platforms (e.g., Screaming Frog, Oncrawl)
- Experience with CRM/CS tools like Salesforce or Gainsight
- Exposure to AI/ML-driven products
Core Competencies
- Strong consultative communication skills (executive to technical audiences)
- Proactive, ownership-driven mindset
- Ability to simplify complex technical concepts
- Passion for customer education and enablement
- Thrives in a fast-paced, ambiguous (greenfield) environment
